3. Assessment CPPREP4004 Version 2.0 6 September 2023 Page 21 of 24 DOCUMENT LOCATION:SHAREPOINT/NSW/CPP41419/Assistant Agents Course/Chapter 3/CPPREP4003 PROJECT 4- Examine marketing and communication channels for community engagement In this section students will demonstrate their skills and knowledge in relation to: - •
Identify and analyse community expectations for real estate marketing and communications •
Identify and analyse methods an agency can use to engage the community •
Analyse and explain the alignment between an agency marketing and communication approach and community expectations. •
Identify the risks to the agency of poor marketing and communication practices and possible strategies to minimise the risks. Instructions: ABC Real Estate has received feedback through an on-line rating agency. Read through the following comments from clients and customers. then undertake the tasks below. Feedback 1 We could not be happier with the service and professionalism shown by Rhonda. We told her what we needed and she listened to us. I would have no hesitation in using her services again, if we ever need to purchase another property. Feedback 2 We went to inspect a property and had to wait two hours because the agent turned up with the wrong key. He didn’t introduce himself or apologise. He spoke on his mobile phone the whole time we were looking through the property. He seems to have a dislike for tenants. Feedback 3 The property manager, Caroline, never returns my calls. I have been asking for two months for the side fence to be repaired but nobody will get back to me and I can’t get an answer. I won’t be renewing my lease. Feedback 4 I have been dealing with property agents for over ten years and the service that Rajesh provides is second to none. He is friendly, professional, patient, responsive, hard-working and reliable. Most importantly, as a landlord I can always trust him to give me honest and fair advice. Feedback 5 The whole process was daunting and overwhelming. The agent, Alex, showed little enthusiasm in selling our property as it was not going to get him a lot of commission. It was difficult to get him on the phone and a couple of times I even went into the office but he wasn’t available. I think the property sold for a lot less than it was worth. Feedback 6 I listed my property with your agency 2 months ago with your agent Tom. He promised me the world when he was getting me to sign up, and except for the first two weeks we have not heard from him or seen him. I rang him yesterday to find out what was going on and he told me nothing. I then asked if I could cancel our agency agreement, and he told me “no” as it had two months to run. I told him that was not acceptable, but he told me the problem was that we wanted too much money, yet the price on the property is what he recommended. We are very unhappy and if nothing happens soon we will lodge a complaint with Fair Trading. Feedback 7 I turned up at an open for inspection five minutes early and had to wait more than ten minutes before I could see the property as the agent was no where to be seen. Feedback 8 I have rung 6 times to make an appointment to see one of your rental properties. I have just found out that you have rented it, and you gave me no chance to see it
Feedback 9 You have described a property as a three-bedroom home but when we inspected it we found it only had two bedrooms with a separate dining room.
